All help desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment.In addition, technicians should have a strong technical understanding of technology, including the various hardware, software and networking systems being supported. Employer requirements depend on the help desk position level. Tier 2 jobs typically require two to four years of work experience and may require a bachelor’s degree or a college diploma and additional, equivalent work experience in a help desk setting.
Typical Duties of a Help Desk Technician
Resolving more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier 1Deciding whether to generate a trouble or work order ticket for issues that will require a visit to the user’s PC or workstation
Looking for a help desk tier 2 or a help desk tier 2 job?
The candidate is new to the role and building the needed skills, experience and autonomy.
50th percentile
64020
The candidate has the experience to perform core responsibilities without direct supervision and is comfortable with the role’s processes and subject matter.
75th percentile
67658
The candidate delivers value beyond the stated job duties, has advanced qualifications and experience, and is ready for the next career level.
